Abd Rashid, Muhammad Hafiz and Sh. Ahmad, Fauziah (2014) Recovering from service failure: does satisfaction fortify brand trust? In: International Conference on Business Management (ICBM) 2014, 18-19 August 2014, Putra World Trade Centre (PWTC), Kuala Lumpur, Malaysia.

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Abstract

Most companies across the globe are aware the impact of service failure towards the reputation and long term profitability of their businesses. However, not all companies are fully prepared for such transgression.As a result of service failure, customers will be dissatisfied and lost trust towards the company’s brand.Therefore, a study on service recovery is critical to investigate its influence in building customer satisfaction and brand trust.Justice theory is one of the most prominent theoretical foundations in service recovery studies. Thus, the three dimensions of justice theory which includes distributive justice, procedural justice, and interactional justice will be employed in this study.It is expected that this conceptual paper will provide platform for practitioners and researchers who are interested to explore the importance of service recovery in retaining customers and increase profitability.

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	Service failure; service recovery; justice theory; recovery satisfaction; brand trust.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Mrs. Norazmilah Yaakub
Date Deposited:	22 Jun 2017 03:08
Last Modified:	22 Jun 2017 03:08
URI:	https://repo.uum.edu.my/id/eprint/22446

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